How refunds and cancellations work

The $100 per person guarantee on premium experiences is an authorisation hold, not a charge. It releases automatically after your visit, typically within three to seven business days depending on your bank.

If a guarantee was charged in error it refunds in full. Contact the desk with your booking name and date and we process it the same day.

Cancellations made more than 48 hours before a reservation release any guarantee immediately. Inside 48 hours the guarantee applies as set out in our terms. Where a charge has been made incorrectly, refunds are processed to the original payment method.

Private event deposits refund in full when cancelled fourteen days or more out, and at fifty percent between fourteen and seven days. Inside seven days deposits are forfeited unless the room re-books, in which case we refund in full. If we cancel your event for any reason, every dollar returns.

Unused gift cards refund to the original purchaser within fourteen days of issue. After that window cards are non-refundable but remain valid for three years and are transferable to anyone.

Nothing in this policy limits your rights under the Australian Consumer Law. If a service fails to meet consumer guarantees, such as services not provided with due care and skill or not as described, you are entitled to a remedy which may include a refund.

Refunds return to the original payment method wherever possible. Card refunds take three to seven business days to appear depending on your bank. Where the original method is unavailable we arrange an alternative in writing.

If a charge on your statement is unfamiliar, contact the desk before disputing with your bank. Most 'unknown charges' turn out to be a card guarantee releasing, and we resolve genuine errors within one business day.

Email [email protected] or call +61 8 9362 7777 with your booking name, date and the amount in question. Requests are acknowledged within one business day and resolved within five.